Voice of Customer (VoC) Specialist – Customer Experience

About the role

The Voice of Customer (VoC) Specialist will shape and deliver outstanding customer experiences for Old Mutual’s employee benefits and corporate portfolio. Reporting to the Customer Experience Manager, you will use customer insights, data analytics and design thinking to create strategies that boost satisfaction, loyalty and long‑term value.

Key responsibilities

• Design, map and optimise end‑to‑end customer journeys using VoC data, UX research and service‑design methodologies.
• Facilitate design‑thinking workshops and prototype digital product or service concepts for key touchpoints.
• Manage VoC programmes (surveys, interviews, testing, social listening) and translate feedback into actionable improvement plans.
• Monitor and report CX metrics such as NPS, CSAT, NES and CLF, closing the feedback loop for continuous improvement.
• Analyse customer sentiment to identify systemic issues and opportunities for innovation.
• Develop and execute customer‑centric strategies that align with business objectives and external best practices.
• Champion digitisation, personalisation and self‑service solutions to enhance operational efficiency.
• Leverage AI, analytics and automation to deliver scalable, personalised experiences.

Required profile

• Proven experience in customer experience, voice‑of‑customer or related fields.
• Strong analytical mindset with ability to turn qualitative feedback into quantitative actions.
• Experience applying design‑thinking, service design or UX research methods.
• Ability to work collaboratively across cross‑functional teams and influence stakeholders.

Required skills

• Data analytics
• AI‑driven analytics
• Automation tools